Senior IT Operations Analyst

Role Overview

• Provide senior-level oversight of day-to-day IT operations, ensuring availability, performance, capacity, and reliability across systems, applications, and infrastructure.
• Lead coordination of operational delivery across internal IT teams, MSPs, and vendors, holding partners accountable to SLAs and service expectations.
• Proactively identify operational risks, systemic issues, and performance trends; lead root-cause analysis and drive long-term corrective and preventive actions.
• Serve as an escalation point for major incidents, providing leadership during high-impact events and ensuring effective communication and resolution.
• Own and continuously improve the IT change management framework, ensuring consistent, disciplined execution across the organization.
• Evaluate and challenge change risk and impact across technology, security, and business operations, balancing speed with stability and compliance.
• Chair or lead change approval boards as appropriate, providing expert guidance and decision support.
• Establish and report on change metrics, trends, and risk indicators in alignment with ITIL, audit, and governance requirements.
• Lead analysis of MSP and vendor performance data to identify trends, risks, capacity constraints, and optimization opportunities.
• Design, maintain, and evolve operational metrics, dashboards, and executive-level reporting to support SLA management, service quality, cost optimization, and strategic decisions.
• Actively manage MSP and vendor relationships, including SLA enforcement, issue escalation, continuous improvement initiatives, and software license compliance and optimization.
• Ensure IT operations and changes consistently adhere to security policies, internal standards, and regulatory requirements.
• Partner closely with security, risk, and audit teams to strengthen operational controls, access management, and risk mitigation practices.
• Lead preparation and maintenance of documentation and evidence required for audits, assessments, and ongoing governance activities.
• Promote a culture of operational discipline, risk awareness, and compliance across IT teams and service partners.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field; equivalent practical experience may be considered.
• 7–10+ years of progressive experience in IT operations, IT service management, or related disciplines, including demonstrated ownership of enterprise-scale operational processes.
• Advanced working knowledge of ITIL practices, with hands-on experience leading incident, problem, and change management in mature, governed environments. ITIL certification strongly preferred.
• Proven experience operating within complex, hybrid IT environments, including cloud, on-prem, and outsourced services, with direct accountability for MSP and vendor performance.
• Strong technical breadth across enterprise infrastructure, applications, networking, cloud platforms, security controls, and SDLC methodologies, enabling effective risk and impact assessment.
• Demonstrated ability to lead during high-impact incidents, providing clear direction, executive-level communication, and calm decision-making under pressure.
• Experience designing, interpreting, and presenting operational metrics, KPIs, and executive-level dashboards to drive accountability, service quality, and continuous improvement.
• Strong business acumen, with the ability to evaluate financial, operational, and risk trade-offs and translate technical issues into business-relevant insights and recommendations.
• Excellent written and verbal communication skills, including the ability to influence outcomes, challenge assumptions constructively, and communicate effectively with technical and non-technical stakeholders.
• Advanced interpersonal skills, including facilitation, negotiation, conflict resolution, and stakeholder management at both operational and leadership levels.
• Proven capability to mentor and guide peers, set operational standards, and promote a culture of accountability, discipline, and continuous improvement.
• Ability to operate effectively in a fast-paced, high-visibility environment, managing competing priorities while maintaining operational stability and governance.
• Strong understanding of security, compliance, audit, and regulatory requirements, and experience embedding controls into operational and change processes.

Tech Stack

• Cloud
• ITSM
• SDLC

Benefits

• Health insurance
• 401(k) matching
• Paid time off
• Flexible working arrangements
• Professional development opportunities